Job description

Requisition ID # 147283

Job Category: Customer Support / Operations
Job Level: Individual Contributor
Business Unit: Customer & Comms
Work Type: Hybrid
Job Location: Sacramento; Alameda; Alta; American Canyon; Angels C& Antioch; Auberry; Auburn; Avenal; Avila Beach; Bakersfield; Balch C& Bear Valley; Belden; Bellota; Belmont; Benicia; Berkeley; Brentwood; Brisbane; Buellton; Burney; Buttonwillow; Calistoga; Campbell; Canyon Dam; Canyondam; Capitola; Caruthers; Chico; Clearlake; Clovis; Coalinga; Colusa; Concord; Concord; Corcoran; Cottonwood; Cupertino; Daly City; Danville; Davis; Dinuba; Downieville; Dublin; Emeryville; Eureka; Fairfield; Folsom; Fort Bragg; Fortuna; Fremont; French C& Fresno; Fresno; Fulton; Garberville; Geyserville; Gilroy; Goodyear; Grass Valley; Guerneville; Half Moon Bay; Hayward; Hinkley; Hollister; Holt; Huron; Jackson; Kerman; King City; Lakeport; Lemoore; Lincoln; Linden; Livermore; Lodi; Loomis; Los Banos; Lower Lake; Madera; Magalia; Manteca; Manton; Mariposa; Martell; Marysville; Maxwell; Menlo Park; Merced; Meridian; Millbrae; Milpitas; Modesto; Monterey; Montgomery Creek; Morgan Hill; Morro Bay; Moss Landing; Mountain View; Napa; Needles; Newark; Newman; Novato; Oakdale; Oakhurst; Oakland; Oakley; Olema; Orinda; Orland; Oroville; Palo Alto; Palo Cedro; Paradise; Parkwood; Paso Robles; Petaluma; Pioneer; Pismo Beach; Pittsburg; Placerville; Pleasant Hill; Point Arena; Potter Valley; Quincy; Rancho Cordova; Red Bluff; Redding; Richmond; Ridgecrest; Rio Vista; Rocklin; Roseville; Round Mountain; Salinas; San Bruno; San Carlos; San Francisco; San Francisco; San Jose; San Luis Obispo; San Mateo; San Rafael; San Ramon; San Ramon; Sanger; Santa Cruz; Santa Maria; Santa Nella; Santa Rosa; Selma; Shaver Lake; Sonoma; Sonora; South San Francisco; Springville; Stockton; Storrie; Taft; Tracy; Turlock; Twain; Ukiah; Vacaville; Vallejo; Walnut Creek; Wasco; Washington; Watsonville; West Sacramento; Wheatland; Whitmore; Willits; Willow Creek; Willows; Windsor; Winters; Woodland; Yuba City

Department Overview

PG&E's Business Energy Solutions (BES) organization is responsible for managing PG&E’s relationships with its large, medium, and small business customers. The organization is responsible for delivering PG&E’s programs and services, achieving energy savings’ goals, and resolving complex gas and electric service issues. BES is the internal advocate for its customers and drives continuous improvement to enhance customer satisfaction through exceptional customer experiences. The organization plays a significant role in the business customer experience with the entire suite of PG&E products, programs, and services - driving growth, energy efficiency penetration, and industry leadership. The mission is to establish PG&E as a key stakeholder in the corporations’ life cycles of Energy Consulting Services solutions and integrated demand-side management (IDSM): planning and program design, implementation, channel strategy and customer support.

Position Summary

The Expert Customer Relationship Manager is responsible for creating and strengthening strategic business partnerships with Industrial and Manufacturing customers that are located throughout PG&E’s territory. These customers are characterized by having high potential for energy efficiency, and demand-side management and participation in renewables, political sensitivity, complex decision-making process, and service-related requirements.

The position is responsible for increasing customer satisfaction and customer participation in PG&E’s energy efficiency programs (sales) and renewables, advocating for improvements to PG&E products, services and process to better meet customer or market related needs. This position requires rigorous application of account management and consultative sales skills. Periodically, this position will involve evening and weekend work with outreach in the local community and response to electrical and gas outages and the ability to be on call. You must be able to work extended hours, nights, weekends and holidays, and various work schedules to meet.

The position is hybrid working primarily from your remote office and assigned work location, to be determined by hiring leader and the successful candidate. The position will require you to travel at minimum 20% of the time to various customer locations in addition to San Ramon & Stockton for quarterly for team meetings.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

A reasonable salary range is: ​

California Minimum: $​108,000
California Maximum: $​173,000

Job Responsibilities
Proactively manage a mix of Industrial, Manufacturing, Transportation & Petroleum customer relationships as the primary point of contact for their sales and service-related needs.
Develop a strong understanding of the customer’s structure, business needs and opportunities, key priorities, and initiatives, etc. Service Response: Work with Customer Success Team, directors, and managers from various departments to resolve unique and complex usage reporting, billing, EGI, reliability and service issues. Service Planning: Work with service planning teams to solve customer complaints & work towards getting the projects online. Develop and execute outreach strategies and build long-term sales action plans centered on increasing sales of demand-side management products and services, as well as environmental initiatives with assigned customers, utilizing consultative selling and customer service skills. Sales: Use sales techniques and activities while proactively working to understand the intricacies of a customer organization, goals and metrics, decision making authority and internal influences; share knowledge of customers with matrixed team beyond personal account assignments to help departmental planning and marketing functions; utilize industry and association memberships to leverage system wide department results and provide insight and leadership on cross-cutting service & sales tools, program, and marketing needs. Maintain an absolute commitment to safety to yourself and fellow employees. Improve customer opinion of PG&E as an advocate of public and employee safety. Provide consistent insight into CES Products and Programs teams to better meet customer needs with customer offerings and resources.

Qualifications

Minimum: Bachelor's degree or equivalent related work experience 8 or more years of relevant experience in sales and customer service Valid CA driver’s license or ability to obtain by first day of hire Travel required (varies by customers/accounts supported)

Desired Bachelor’s degree in business, Engineering, Finance, Economics, or related field. Direct experience managing complex and politically sensitive accounts. Able to develop a bundle of products, programs, and technological solutions based on the needs of the customer and their industry and present them in a comprehensive and compelling manner. Able to lead efforts with demand-side management programs, renewable programs, marketing to these large industrial customers.

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